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JQL for tickets closed by agent

We've been attempting to run a metric on how many tickets are closed/resolved by each of our service desk agents. Our current query for this is:

project = "SER" AND (resolution = done or resolution = Incomplete) AND resolution changed BY <agent>

This however doesnt seem to yield accurate results and agents are reporting that issues they close are not being picked up for unknown reasons. 

Can anyone recommend a better query for this?

1 answer

0 votes
Jack Community Leader Oct 01, 2019

Why not simply use a dashboard gadget. For example using the 2D gadget you could show status (x-axis) by assignee (y-axis). Just use the SER project as the filter. This would give you a running view of issues assigned to agent. Of course this assumes that the Assignee is the on marking as ‘done’. But you could address this if that is a concern by using a post function to set the Assignee to be the person triggering the closure.

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